HomeComplaintsNational Casino - Player’s struggling to complete account verification.

National Casino - Player’s struggling to complete account verification.

Amount: €400

National Casino
Safety Index:Above average
Submitted: 27 Jul 2021 | Case closed : 11 Aug 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Portugal is complaining about the lengthy verification process. We rejected the complaint because the player didn't respond to our messages and questions.

Public
Public
3 years ago
Translation

Hello. Here's the thing I created an account at the casino I made more than 2 deposits. I sent them all my documents and they were accepted. Only time to withdraw my money. I get an email saying: upload a screenshot of your deposit banking transaction showing the transaction details (including Iban and the name of the deposit sender) in the documents tab of your profile.

I've already sent the screenshot with my proof of account, proof of deposits and even so I've talked to them more than 10 times and they tell me to wait for confirmation. And when it's confirmed I try to do the survey again and send me the same email. I'm tired of texting them and they don't resolve the situation

Automatic translation:
Public
Public
3 years ago

Dear Doncorleone10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Public
Public
3 years ago

Dear Doncorleone10,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Public
Public
3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news